Service Desk Analyst

TEKsystems • Oshkosh, WI

20h • $18 - $20 • Onsite

About The Position

We are seeking a customer-focused Service Desk Analyst to provide first-level technical support for end users across a global enterprise environment. This role serves as the primary point of contact for employees experiencing technical issues and supports users through phone, email, and chat channels. The Service Desk Analyst will troubleshoot hardware, software, access, and application-related issues while ensuring a high level of customer service and timely resolution.

Requirements

• Basic understanding of IT support principles and troubleshooting methodologies.
• Experience providing technical support in a help desk, service desk, customer service, or call center environment preferred.
• Familiarity with Windows 10/11 operating systems and Microsoft Office applications.
• Experience working with or exposure to: Microsoft 365 (Office 365), Active Directory, ServiceNow or similar ticketing systems
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced support environment.

Nice To Haves

• Previous service desk or help desk experience within a corporate or enterprise environment.
• Experience supporting Microsoft 365 environments.
• Active Directory administration experience, including user account management and permissions.
• Exposure to SAP applications and support processes.

Responsibilities

• Serve as the first point of contact for IT support requests received via phone, email, chat, and the ServiceNow ticketing platform.
• Provide support for Microsoft Office 365 applications, including Outlook, Teams, OneDrive, and other Microsoft technologies.
• Assist users with password resets, account unlocks, user provisioning, and access-related requests utilizing Active Directory.
• Troubleshoot and resolve Windows operating system issues, hardware problems, application errors, and general break/fix incidents.
• Support users impacted by ongoing Office 365 migration activities, including account setup, troubleshooting, and user guidance.
• Investigate and resolve SAP-related issues or escalate to appropriate support teams when necessary.
• Deliver exceptional customer service by effectively communicating technical information to non-technical users.
• Document troubleshooting steps, resolutions, and ticket updates accurately within ServiceNow.
• Escalate complex incidents to higher-level support teams when required and follow through to ensure issue resolution.
• Contribute to knowledge sharing and continuous improvement efforts within the service desk team.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed